What makes for a positive health or social care experience?

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Summary of report content

Healthwatch Derbyshire created a report looking at what makes for a positive health or social care experience. The report looked at 620 comments which spoke of positive experiences they had received in the period between April 2014 and December 2016 to analyse what about them had caused the experience to be a positive one. The report also looks at the Healthwatch England consumer principles, the NHS Outcomes framework, NICE guidance as well as other sources. There are lots of comments from the public included, broken down to illustrate the areas they have been put into. Rather than recommendations, the report gives a number of considerations for services to look at and questions to work on, divided into the 8 consumer principles - Essential services, access, choice, a healthy environment, a safe, dignified and quality services, information and education, being listened to and being involved. An exmaple of these considerations contained would be "Essential services - What determines the speed and efficiency of your referral process, and how could this be improved?" The report does not contain a response from any providers.

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General details

Report title 
What makes for a positive health or social care experience?
Local Healthwatch 
Healthwatch Derbyshire
Date of publication 
Friday, 19 August, 2016
Date evidence capture began 
Tuesday, 1 April, 2014
Date evidence capture finished 
Saturday, 31 December, 2016
Type of report 
Key themes 
Communication between staff and patients
Information providing
Lifestyle and wellbeing
Quality of appointment
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
User stories
How was the information collected? 

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Not known
Does the information include other people's views? 
Not known
What was the main sentiment of the people who shared their views? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.